Ashley on Supporting Drivers
What is your role at Q-Line? How long have you been with Q-Line for and what did you do prior to working at Q-Line?
I am currently the Driver Experience Specialist at Q-Line. I initially joined the company in a reception position, where I had the opportunity to grow and develop my skills. Before joining Q-Line, I spent 14 years working in the auto glass industry, which provided me with a solid foundation in customer service and problem-solving. My diverse background has helped me excel in my current role and better serve both our drivers and the company.
Can you walk us through a typical day in your role? What are the key responsibilities you manage?
A typical day in my role as Driver Experience Specialist can vary greatly, as I need to remain flexible to the needs of our drivers and any unexpected challenges that arise. While I do try to schedule my day, the dynamic nature of the job means I’m often adjusting priorities on the fly. My key responsibilities include managing driver inquiries, booking flights and hotels for drivers, and troubleshooting any issues they may encounter. Essentially, I wear many hats and adapt to whatever the day brings, ensuring our drivers have the best possible experience.
What do you find most rewarding about your work at Q-Line?
The most rewarding part of my work at Q-Line is the appreciation and kindness I receive from our drivers. It’s incredibly fulfilling to know that I’ve made a positive impact on someone’s day or helped resolve a problem they were facing. Being able to provide support and create a smoother experience for our drivers gives me a strong sense of satisfaction and purpose.
What are the biggest challenges you face in your role, and how do you overcome them?
One of the biggest challenges I face in my role is having difficult conversations with drivers, especially when they’re frustrated and I’m unable to resolve an issue because it’s outside of anyone's control. While it’s tough to navigate those situations, I focus on being empathetic and patient, listening carefully to their concerns, and offering alternative solutions or support where possible. It’s important to acknowledge their frustration and reassure them that their concerns are being heard, even if the resolution isn’t immediate.
How do you collaborate with other team members and drivers to ensure success? Collaboration relies heavily on clear and consistent communication, and I prioritize keeping all lines open. I make it a point to stay responsive and ensure that, if I’m unable to take a driver’s call, they receive a prompt callback as soon as possible. I believe in fostering strong relationships with both my team and our drivers, so everyone feels supported and informed. By maintaining open communication, we can work together effectively to address concerns and ensure success.
What qualities or skills do you think are essential to thrive in the trucking industry?
To thrive in the trucking industry, it’s essential to have a solid understanding of the industry itself. Growing up with a truck driver dad gave me valuable insight into the challenges and dynamics of the profession, which has been incredibly helpful in relating to and communicating with drivers. I believe that anyone entering the industry would greatly benefit from experiencing a ride along with a truck driver, especially in a busy city. It’s a firsthand way to appreciate the complexities and demands drivers face every day to ensure deliveries are made on time and safely.
What hobbies or interests do you enjoy outside of work?
Outside of work, my main focus is being a mom, and I love spending time with my children and fiancé. We have a seasonal campsite, so a lot of our summer is spent there, enjoying the outdoors, relaxing, and making memories as a family. Whether it’s watching movies, coloring with my kids, or just soaking up the summer at the campsite, it’s a great way to unwind and recharge for the busy workweek ahead.
What’s the most unique or unusual job you’ve held in the past?
One of the most unique jobs I’ve had was working at the exhibition, where I made elephant ears! It was such a fun and memorable experience, and as a teenager, I felt like I was making a fortune at the time. Not only did I learn a lot about working in a fast-paced environment, but I also got to be part of the excitement and energy of the fair. It’s a job I’ll always look back on with a smile!
How do you stay motivated and positive in a fast-paced industry like trucking?
In a fast-paced industry like trucking, I believe staying positive is essential for both personal well-being and team success. I’ve learned that negativity doesn’t solve problems, so I focus on maintaining a positive attitude and approaching each challenge with a smile. I treat everyone with respect and kindness, whether it’s a driver, team member, or customer, because creating a positive environment makes everything run more smoothly and helps keep morale high.
How has your time at Q-Line contributed to your personal and professional growth?
My time at Q-Line has greatly expanded my knowledge of the trucking industry. While I had a general understanding growing up with a trucker dad, I quickly realized there was so much more to learn. I’ve gained a deeper insight into the complexities of the industry and the challenges drivers face daily. Additionally, working in various roles at Q-Line has taught me valuable skills in stress management, helping me stay calm and focused under pressure. On a personal level, my experience here has also made me more patient, as I’ve learned the importance of understanding different perspectives and responding thoughtfully in every situation.